Private Notes and @Mentions in Live Chat

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Effective team communication is crucial in customer support. Private Notes and @Mentions enhance team collaboration by enabling secure and efficient internal discussions. These features ensure seamless coordination and accurate responses.

Private Notes in Live Chat

Private Notes allow agents to communicate internally by adding notes for other agents without exposing information to customers. These notes function like chat messages and are instantly sent to all agents.

Below are key benefits of private notes,

Confidentiality: Only accessible to agents and administrators.
Distinct Appearance: Clearly separated from customer-facing messages, usually with a highlighted background.
@Mention Integration: Enables agents to notify specific colleagues for focused collaboration.

How to Send a Private Note

Switch to the Private Note tab before writing your message. If the reply section is not in focus, press N on your keyboard to switch to Private Note tab automatically.
Type your note and click Send.
Optionally, use @mention to notify specific team members.

@Mentions in Private Notes

The @mention feature allows agents to notify specific team members directly in private notes, ensuring alerts are sent to the right people promptly.

How to Use @Mentions

Type “@” followed by the colleague’s name.
A dropdown list of matching names appears.
Select the correct name from the list.
The @mention is highlighted in the text. Example: “@John Smith, please review this chat.”
When you type “@”, the assigned person’s name appears first in the mention list. If you don’t want to mention the assigned person, continue typing, and matching names appear in the dropdown list.